Wfm Manager

6 months ago

George Town, Malaysia Teleperformance Full time

Qualifications:

- A minimum of 7 years of experience in Workforce Management.
- Less than 4 years of experience in team management.
- Bachelor's degree in Business, Operations Management, or related field.
- Proven experience in workforce management within a BPO environment.
- Strong analytical and problem-solving skills.
- Proficiency in workforce management tools and software.
- Excellent communication and leadership abilities.

**Responsibilities**:

- Develop accurate volume and staffing forecasts based on historical data and industry trends.
- Collaborate with operations teams to understand client requirements and ensure optimal resource allocation.
- Create and manage employee schedules to meet client service level agreements (SLAs).
- Implement scheduling strategies to optimize staffing levels and maximize productivity.
- Monitor and analyze real-time performance data to make immediate adjustments to staffing levels.
- Implement contingency plans to address unforeseen challenges and ensure uninterrupted service delivery.
- Generate and analyze workforce performance reports to identify trends and areas for improvement.
- Provide regular updates to leadership on key performance indicators (KPIs) and recommend strategies for enhancement.
- Lead and mentor a team of WFM professionals, fostering a culture of collaboration and continuous improvement.
- Conduct regular performance reviews and provide training to enhance team skills.
- Utilize workforce management tools effectively to streamline processes and enhance forecasting accuracy.
- Stay abreast of industry trends and technological advancements in WFM systems.

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